Agents having competence through multiple CSQs, focus on calls for a CSQ
I have a requirement according to the example.
IVR with 3 options 1,2 & 3. Each option strikes a CSQ corresponding skills (CSQ1, CSQ2, CSQ3). There are 9 officers of each with a skill for each of the 3 skills. Each agent will have varied skill levels for each skill, if each of the 9 officers are so biased in favor of receiving calls from a specific CSQ (but it can also get calls from the other CSQs).
The question I have is for CSQ1 I want all call in this queue to meet priority (over the calls waiting in the CSQ2/3). By definition, all calls to CSQ1 are known as important than the other (but they all collectively more important than all the calls in CSQ2/3).
My question is, if a call is waiting in CSQ1 and another call to CSQ2 (or CSQ3) and an agent becomes available that has a skill for all 3 skills are at - it a way to make sure call waiting in CSQ1 is managed as a preference. As far as I KNOW calls in a given CSQ are treated in a style FIFO (which is fine for me), but how are managed 2 + calls queued through 2 + CSQs when monotherapy will be available. For example the skill level would have a any influence in this respect.
Hope that makes sense!
My apologies I must not have been clear. Priority if applied to all calls through the CSQs, so in your case, prioritize the calls CSQ1 will ensure that agents are delivered CSQ1 calls before other calls of the queue even if other calls may be longer queue.
So, again, it is what you want according to your description.
HTH, please rate all useful messages!
Chris
Tags: Cisco Support
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